Gainsight Review
November 30, 2018

Gainsight Review

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Gainsight

Gainsight is being used by the CSM team within the customer success department. It allows us to track health, expirations, metrics, and activities against a client, segment, country or region.

Pros

  • The timeline feature allows you to create a diary within a customer's profile and you can easily distinguish what each entry is e.g call, meeting. You can also say if that call was positive or negative, how long it took and who was on the call internally and externally.
  • Gainsight connects back to SFDC and all activities are logged so there's no need for anyone to have access to Gainsight if they're not going to proactively be using it.
  • The cockpit allows you to segment your to do list for today, tomorrow, next week, month or year!

Cons

  • Needs an App
  • Needs more reporting features
I am the only CSM based outside of the US.

The US team has access to a CSM and support at Gainsight and I don't. There needs to be more infrastructure and support for global clients.
  • Identified more champions
  • Identified potential churn 90+ days out
  • Increased employee efficiency
Faster, more user-friendly, better UI, and good onboarding process.
Best suited to companies with a subscription based business model

Gainsight CS Feature Ratings

Product usage
9
Help desk / support tickets
Not Rated
NPS surveys
Not Rated
Sponsor tracking
Not Rated
Customer profiles
10
Automated workflow
10
Internal collaboration
10
Customer health scoring
10
Customer segmentation
10
Customer health trends
10
Engagement analytics
Not Rated
Revenue forecasting
10
Dashboards
Not Rated
Not Rated
Role-based user permissions
Not Rated
API
Not Rated
Integration with Salesforce.com
10
Integration with Marketo
Not Rated
Integration with Eloqua
Not Rated

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